BM-5000 Support

FAQ: BM-5000 Firmware

 

BM-5000 Firmware Questions:

  1. What is the latest firmware version?
  2. How to find out which firmware version I currently have?
  3. Do I need to update to the latest Firmware?
  4. Do I have to update firmware in its order? Can I skip to the latest version?
  5. Can you help me to update firmware? Is there fee applied?
  6. How do I update firmware?
  7. What do I need to prepare for updating firmware?
  8. What do I expect during firmware updating process?
  9. I encounter problem after update firmware, what should I do?

A. Firmware 1.1.4 Questions:

  1. How to update version 1.1.4?
  2. How long does version 1.1.4 take to update? Why does it take so long?
  3. During update, is it normal that my TV screen turns black but my Touch Monitor has images?
  4. I see the blue screen, but no music. What should I do?
  5. What if BM-5000 is automatically restart after update?
  6. What is successful update?
  7. After update to version 1.1.4, I still cannot download songs from Cloud?

B. Firmware 1.1.5 Questions:

  1. After update to version 1.1.5, I still cannot download songs from Cloud?
  2. On Touch Monitor, Cloud song stays at 0%, what should I do?
  3. What is Cloud list syncing?
  4. Do I have to wait for Cloud list to sync every time I turn on BM-5000?
  5. How do I know if Cloud list done syncing?

C. Firmware 1.1.6 Questions:

  1. What does version 1.1.6 update?
  2. What is Cloud list syncing? Why does it take so long?
  3. How do I know if Cloud list has completed its sync?
  4. How do I see Cloud list syncing process?
  5. Do I have to wait for Cloud list to sync every time I turn on BM-5000?
  6. On Touch Monitor, Cloud song stays at 0%, what should I do?
  7. My BM-5000 does not show BM5000.1.1.6_N, is it normal?
  8. What does “Download Error” mean when I tap to download Cloud song?
  9. Why does BM-5000 restart when I exit Smart YouTube?

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Firmware Questions:

1. What is the latest firmware version?

  • As 3/19/2021 – The latest firmware version: BM-5000.1.1.6
 

2. How to find out which firmware version I currently have?

  • Remote control: Press [System] > look at version: BM5000.1.1.X
  • Touch monitor: Home > Tools > Version > check for BM5000.1.1.X
    • **By 03/19/2021, the latest version is BM5000.1.1.9
    • If your firmware is under this version, please update accordingly.
 

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3. Do I need to update to the latest Firmware?

  • Yes, we recommend you to update to the latest Firmware version for fixing bugs and using new features.
  • BM-5000 required to update to version 1.1.5 for Cloud songs to be loaded and downloaded successfully.
 

4. Do I have to update firmware in its order? Can I skip and jump to the latest version?

  • Yes, we suggest you should update firmware in its order. However, you can skip directly to version 1.1.4 and then update to 1.1.5 and 1.1.6
    • Version 1.1.4: You should not skip version 1.1.4 because it has major features updates.
    • Version 1.1.5: It is necessary for BM-5000 to load and download Cloud songs.
    • Version 1.1.6: Added Cloud message and Cloud list sync process.
 

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5. Can you help me to update firmware? Is there fee applied?

  • Yes, Please bring your BM-5000 to our office, and we will update firmware for you at no cost. Please contact us for estimating time for this service.
 

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6. How do I update firmware?

  • If you live near Los Angeles Area: You can bring your BM-5000 to our office and we help you to update. Please contact us for estimating time for this service.
  • If you live at another area: You can update firmware by downloading the files from our website and follow the update instruction.
  • You can always contact us when you encounter any firmware update problem.
 

7. What do I need to prepare for updating firmware?

Firmware instruction: English – 中文

  1. Follow Section 1 – to format USB drive
  2. Go to Section 4 – read instruction notes for each firmware update
  3. Follow Section 3 – follow updating steps
    • You can only update 1 firmware at a time.
    • Your USB drive only contains 1 firmware each time you update.
  4. Always double check your firmware version after update.
 

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8. What do I expect during firmware updating process?

  • Follow instruction on section 3 & note on section 4:  English – 中文
  • Do not disconnect power –> it will disrupt the update process and corrupt data
  • Firmware 1.1.4
    • After download, Do not Unzip > copy the zip file directly to your USB drive.
    • Follow update instruction to process.
    • This is large update, it is normal to take longer (5-7 mins) to update.
    • Your TV screen will turn black, only Touch Monitor shows Android icon
      • You screen may turn blue and there is background music. After the music stops, you can press [Power] button to restart the system.
      • Sometimes, the system will automatically restart after update. (This is also success update)
    • When system restart, it is a success update
  • Firmware 1.1.5
    • After download, you need to unzip > Only copy BM5000.apk files into USB drive
    • Follow update instruction to update.
    • If Cloud song remains at 0%, please wait for Cloud list to sync with local list (est. 30-45 minutes)

  • Firmware 1.1.6
    • After download, you need to unzip > Only copy BM5000.apk & txt files into USB drive
    • Follow update instruction to update.
    • Version BM5000.1.1.6_N = Cloud list is still syncing
    • Version BM5000.1.1.6 = Cloud list is completed syncing.

 

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9. I encounter problem after update firmware, what should I do?

  • If you encounter any problem after update, contact us by phone or email. We will be prompt to assist you.

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A. Firmware 1.1.4 Questions:

1. How to update version 1.1.4 ?

  • Download version 1.1.4 from our support page
  • Prepare an empty USB drive
  • Do not unzip – copy the original zip files to USB drive
  • Follow update instruction to update
 

2. How long does version 1.1.4 take to update? Why does it take so long?

  • Version 1.1.4 takes approximate 5-7 mins to complete its update.
  • This version has added many features and new system updates.
 

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3. During update, is it normal that my TV screen turns black but my Touch Monitor has images?

  • During updating process, it is normal that your TV screen turns black. Please be patience and wait until the screen turn blue or restart. Firmware update will take at least 5 minutes. Please do not disconnect power.
  • Only Touch Monitor will show updating process (Android logo).
 

4. I see blue screen but no music, what should I do?

  • When version 1.1.4 nearly completed, TV may turn to blue screen. Usually, you will hear some background music. When the music stops, you can press [Power] button to turn off and restart the system.
  • If you only see blue screen but no music, no worries. You can wait for a few minutes, then press [Power] button to turn off and restart the system.
 

5. What if BM-5000 is automatically restart after update?

  • It is ok if BM-5000 is automatically restart after version 1.1.4 update.
  • You can verify the update version by: press [System] on remote > See the version on right corner (BM5000.1.1.X)
 

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6. What is a successful update?

  • Successful update:
    • If you see Blue screen + hear background music. After the music stops, restart BM-5000. Check Firmware version after its restart: press [System] > See the version on right corner (BM5000.1.1.4)
    • If you see Blue screen + no background music. Wait for a few minutes, restart BM-5000. Check Firmware version after its restart: press [System] > See the version on right corner (BM5000.1.1.4)
    • If your BM-5000 automatically restarts. Check Firmware version after its restart: press [System] > See the version on right corner (BM5000.1.1.4)
 

7. After update to version 1.1.4, I still cannot download songs from Cloud?

  • BM-5000 needs to update to version 1.1.5 in order to successfully read and download Cloud songs.

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B. Firmware 1.1.5 Questions:

1 After update to version 1.1.5, I still cannot download songs from Cloud?

After update to version 1.1.5, BM-5000 supposes to read and download songs from Cloud.

  1. Make sure your BM-5000 connect to internet.
    • Press [System] > PW: 888888 > Network setup > make sure your network said: Connected
    • If not, select Network > select [Connect]
    • See Section A – instruction here: English  –   中文   
  2. Make sure you plug in the WIFI antenna (included) on the back of BM-5000
    • This antenna extends the WIFI range for BM-5000
  3. Use Web App to load and download Cloud songs:  English –   中文
  4. Use Touch Monitor to load and download Cloud songs:  English

 

2. On Touch Monitor, Cloud song stays at 0%, what should I do?

  • After updated to firmware 1.1.5, and followed the step 1-4 on (Firmware 1.1.5 FAQ) Section B-Q1 (above).
  • Please wait for Cloud list to sync with local list (this process takes about 30-45 minutes)
  • During syncing, do not disconnected WIFI and power.
  • After Cloud list synced, Cloud songs should be able to download.

 

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3. What is Cloud list syncing?

  • When new songs are added to Cloud server, it will generate new Cloud list. When BM-5000 is connected to WIFI and activated its Cloud service, Cloud list will be downloaded and sync with BM-5000’s hard drive song list. BM-5000 then will identify and organize into Local and Cloud category for both Song language and Singer. In order to download Cloud songs, Cloud list has to completely sync.
  • Because Best Media has large Cloud song library, the first sync will takes 30-45 minutes.
 

4. Do I have to wait for Cloud list to sync every time I turn on BM-5000?

  • No, BM-5000 only sync once usually after firmware update (or there is song update on Cloud server).
  • We usually post announcement if there is any Cloud update or firmware update on our support page.
  • When you turn on BM-5000, please give it a few minutes to connect to WIFI and Cloud server before downloading any Cloud songs.

 

5. How do I know if Cloud list done syncing?

We suggest you to update to firmware 1.1.6 because this version will show Cloud list syncing status.

 

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C. Firmware 1.1.6 Questions:

1. What is version 1.1.6 update?

This firmware update allows you to see Cloud list syncing message and status.

 

2. What is Cloud list syncing? Why does it take so long?

  • When new songs are added to Cloud server, it will generate new Cloud list. When BM-5000 is connected to WIFI and activated its Cloud service, Cloud list will be downloaded and sync with BM-5000’s hard drive song list. BM-5000 then will identify and organize into Local and Cloud category for both Song language and Singer. In order to download Cloud songs, Cloud list has to completely sync.
  • Because Best Media has large Cloud song library, the first sync will takes 30-45 minutes.
 

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3. How do I know if Cloud list has completed its sync?

  • Remote: press [System] > view firmware version OR Touch Monitor: Home > [Tools] > [Version]
    • If version shows: BM5000.1.1.6_N = Cloud list is syncing, please wait
    • If version shows: BM5000.1.1.6 = Cloud list completed syncing. You can start to download songs.
  • Touch Monitor: Tap any Cloud songs to download > [Cloud Download]
    • If song shows downloading process = Cloud completed its sync.
    • If song stays at 0% = Cloud list is still syncing. You will see the syncing process on [Cloud Download] page.
 

4. How do I see Cloud list synching process?

  • Touch Monitor: Tap any Cloud songs to download > [Cloud Download]
    • If song shows downloading process = Cloud completed its sync.
    • If song stays at 0% = Cloud list is still syncing. You will see the syncing process on [Cloud Download] page.
 

5. Do I have to wait for Cloud list to sync every time I turn on BM-5000?

  • No, BM-5000 only sync once usually after firmware update (or there is update on Cloud server).
  • We usually post announcement if there is any Cloud update or firmware update on our support page.
  • When you turn on BM-5000, please give it a few minutes to connect to WIFI and Cloud server before downloading any Cloud songs.
 

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6. On Touch Monitor, Cloud song stays at 0%, what should I do?

  • After updated to firmware 1.1.6, followed the step 1-4 on (Firmware 1.1.5 FAQ) Section B-Q1 (above).
  • Please wait for Cloud list to sync with local list (the process takes about 30-45 minutes)
  • During syncing, do not disconnected WIFI and power.
  • After Cloud list synced, Cloud songs should be able to download.
 

7. My BM-5000 does not show BM5000.1.1.6_N, is it normal?

  • It is normal if BM-5000 has completed its sync.
  • To test if it is completed its sync:
    • Touch Monitor: Tap any Cloud songs to download > [Cloud Download]
      • If song shows downloading process = Cloud completed its sync.
      • If song stays at 0% = Cloud list is still syncing. You will see the syncing process on [Cloud Download] page.

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8. What does “Download error” mean when I tap to download Cloud song?

When you see “Download error #”, it could be Cloud account is not activated, internet is not connected, or firmware is not up to date.

Please follow these steps:

  1. Make sure your WIFI is connected.
    • Remote: press [System] > PW: 888888 > Setting > Network Setup > check if your WIFI is connected
    • WIFI connection:  – English  –   中文   
  2. Make sure your Cloud account is activated
    • If your BM-5000 purchased before 2/15/2021, check this S/N list. All Serial Numbers on this list are activated.
    • If your BM-5000 Serial number is not on the list, please contact us to activate.
    • If your BM-5000 purchased after 2/15/2021, please contact us to activate your Cloud account. Register here
  3. Make sure your BM-5000’s firmware is up to date
    • Remote: press [System] > look for BM5000.1.1.X (the latest version BM5000.1.1.6)
  4. Restart BM-5000
 

9. Why does my BM-5000 restart when I exit Smart Youtube?

  • BM-5000 KTV app and Smart YouTube are two independent apps.
  • During Cloud list syncing, we suggest users to stay on KTV page. You can search, select, and sing songs. Please wait for Cloud list to completed its sync before enter Smart Youtube.
    • To check Cloud syncing status: Touch Monitor: Home > tap any Cloud song > [Cloud Download] > the message will update syncing process in red fonts
  • If you enter Smart Youtube during Cloud list syncing, the syncing will stop. So when you leave YouTube, BM-5000 has to restart for the system to identify where Cloud list syncing stop at. To prevent data corruption, Cloud list sometimes re-syncs from 0% after BM-5000 restarts.
  • After updated to the latest firmware and Cloud list sync completed, BM-5000 will not restart after you exit Smart Youtube page.

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